[Hiring] Director, Customer Success Managers @G-P

Role Description

As the Director, Customer Success Managers, you own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K. In this role, you lead, scale, and inspire a global organization of managers and Customer Success Managers (CSMs) who protect the customer base, manage renewals, and drive natural expansion through tiered playbooks, early health signals, and a disciplined risk cadence.

Reporting directly to the VP, Global Customer Success, you will partner cross-functionally with various directors to deliver predictable retention and scalable operational excellence worldwide.

What You Will Do

• Global Team Leadership: Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC, driving high engagement and performance across diverse time zones.
• Tiered Coverage & Playbooks: Set and manage global coverage models by account tier, owning the annual re-tiering of books and standardizing tier-specific CSM playbooks.
• Renewals & Contract Modernization: Oversee the renewals process across the portfolio, ensuring consistent renewal outcomes and transitioning legacy evergreen agreements to standard contractual terms.
• Risk & Churn Management: Lead the weekly and monthly risk and churn review cadence with Revenue leadership, maintaining real-time health signals and active remediation plans for all at-risk accounts.
• Account Management Collaboration: Establish and maintain rules of engagement with Account Management, ensuring CSMs own renewals and natural expansion.
• Executive Reporting: Track and report retention, NRR, and portfolio risk metrics directly to the VP, Global Customer Success and Revenue leadership.

Qualifications

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
• 5+ years of experience leading and managing people managers.
• Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR.
• Demonstrated experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.
• Strong executive presence with both enterprise customers and executive leadership.
• Fluency with Salesforce and customer health data platforms/telemetry.

Preferred Qualifications

• Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries.

Compensation

The annual gross fixed pay range for this position is CAD 140,000.00 - CAD 175,000.00 plus variable compensation (base and bonus tied to book gross retention and NRR, including seller-sourced deals).

Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location.

Benefits

• Generous paid parental leave.
• Flexible time off.
• Spending accounts.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Sabbatical after 5 years.
• And more.

Company Description

G-P is a proud Equal Opportunity Employer, committed to building and maintaining a diverse, equitable, and inclusive culture that celebrates authenticity.